Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
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The Effect of Service Quality on Consumer Satisfaction of Fashion Retail Stores

패션 점포의 서비스 품질 차원이 소비자 만족에 미치는 영향

  • Published : 2000.03.01
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Abstract

The purpose of this study was to develop service quality dimensions for fashion retail stores and to identify significant service quality dimensions influencing customers satisfaction for each fashion retail store. 687 young adults completed written questionnaires consisting of items related to service quality. For analysis of data, confirmatory factor analysis, one-way ANOVA, scheffe test, and stepwise regression analysis were applied. The results were as follows: 1. The service quality dimensions of fashion retail stores were tangibles, reliability, responsiveness, assurance, empathy, fashionability and variety, price, convenience, merchandise quality and credit card usability. Among those 10 main dimensions of service quality were grouped as experience attributes and search attributes. 2. In examination of the highest valuable service quality dimension based on the types of stores, imported fashion stores were evaluated the highest in terms of all factors except price, tangibles and credit card usability. 3. To predict consumer satisfaction, service quality dimensions such as reliability, responsiveness, assurance, empathy, fashionability/variety, price, convenience, merchandise quality and credit card usability should be considered.

Keywords

References

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